Manager, Customer Experience

$109,000 - $131,000/Yr

American Hospital Association - Chicago, IL

Full-time - Mid Level

Hybrid - Chicago, IL

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Manager, Customer Experience at the American Hospital Association (AHA) is responsible for ensuring an exceptional customer service experience for AHA members and other customer audiences. This hybrid role focuses on aligning strategy and resources to achieve AHA's goals, driving process improvements, and implementing best-in-class tools like Zendesk to enhance customer support and experience design.

Responsibilities

• Maximize customer service software platforms for efficiency and productivity.
• Set up, administer, and configure Zendesk and other platforms.
• Define and execute KPIs to demonstrate impact and drive continuous value.
• Analyze call and email activity logs to track performance and provide insights.
• Develop and maintain SOPs, process maps, and Knowledge Base articles.
• Create and refine customer journey maps.
• Lead development of reports and dashboards for AHA leaders.
• Lead, motivate, engage, coach, and develop a customer support team.
• Manage schedules to ensure adequate phone and email coverage.

Requirements

• Minimum of 5 years' related experience.
• Minimum of 5 years' experience in a customer-facing role.
• Minimum of 3 years' experience in a contact center supervisory or managerial role.
• Bachelor's degree in Communication or related field.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid holidays
• Tuition reimbursement